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Service Desk admin not receiving email notification

Created: 22 Sept 2012 | 8 comments

Hi

In our environment we setup new Service Desk.

In our case when submitts the incident with there login credential user able to submit incident successfully and also get email notification of incident submission, incident resolve and incident closed.

But when user submits the incident service desk admin not getting any email notification.

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el cuadro de los pete_4u2002

does these links helps

About configuring the email monitoring: http://www.symantec.com/docs/HOWTO46514

Email to group when task assigned: http://www.symantec.com/docs/HOWTO10835

Notify task assignees when ticket updated via email: http://www.symantec.com/docs/HOWTO30369

el cuadro de los Ashish-Sharma

You need to do the following:

  1. Open the SD.IncidentManagement workflow
  2. Click in the CreateIncidentAdvanced model
  3. Double-click on the Send Notifications embedded model and add the ServiceDesk Admin email to the Send Email About Task Creation component. This will add the notification for all the incidents created using the Advanced Submission form
  4. Click the Primary model
  5. Double-click the Set Permissions and Notify Contacts embedded model
  6. Add the ServiceDesk Admin emails to the Send Email About Task Creation and Send Email About Task Creation 2. This will add the notification for incidents created by both the Simple Submission form and emails
  7. Save, publish and restart IIS and test

Check this thread

http://www.symantec.com/connect/forums/how-configure-email-alert-incident-management

 

Thanks In Advance

Ashish Sharma

 

 

el cuadro de los CBZ9104

Hi 

I tried above steps but still only user will get notification mail alert when he/she submits the incident servicedek admin not getting any email alert

el cuadro de los Aryanos

If you're following my instructions then it is the same email that is being sent to the requester. You can add the Administrator email address in there or create another send email that is specific to the Administrators. What email address are you putting in there?

You either have to create an email distribution group in AD and set it to the group or use the Get Users in Group component to get all the users in that group and add the collection to the Send Email components.

I like my beats fast and my bass down low

el cuadro de los Ashish-Sharma

After this setting you will not received Email notification.

You can raised support ticket.

Contact Symantec Customer Care on 

http://www.symantec.com/support/assistance_care.jsp

Regional Support Telephone Numbers:
United States: 800-342-0652 (407-357-7600 from outside the United States)
Australia: 1300 365510 (+61 2 8220 7111 from outside Australia)
United Kingdom: +44 (0) 870 606 6000
Additional contact numbers: http://www.symantec.com/business/support/contact_techsupp_static.jsp   India: Toll-Free 000 800 4401 456                                                                                            

IDD call: +61 2 8220 7111

Thanks In Advance

Ashish Sharma

 

 

el cuadro de los toomas

Sorry, but why would the ServiceDesk admin get an e-mail notification when ticket is submitted?

E-mail notification is sent to the user(s) and technician(s) the ticket is assigned to. As pete posted above, group assignments are different and will require some customizations to get e-mails.

el cuadro de los CBZ9104

Hi Toomas

ServiceDesk admin get an e-mail because when User logs the incident from there own loggin credential at that time if ServiceDesk admin receive e-mail notification so that admin will check incident immediately in his/her portal other wise if admin will always have to refresh ticket portal to check for new incident.

 

el cuadro de los Aryanos

ServiceDesk isn't setup so that Admin gets notified of every incident that is created and action it. That's why there's two level of Support and Service Managers to handle that. If you want a really easy way to have the users in the the Admin group to get every single notification and be able to action a ticket then you could just put those admin users in the Support I group as that's what it seems like you want the Admin role to be.

I like my beats fast and my bass down low